Service Skills Profile

This competency-based instrument diagnoses current service skill levels and how improving customer service provision can have a significant impact on every organisation.

Even though today’s customers are willing to pay a premium to receive timely and efficient service (with a smile!), all too often it seems that this sort of consistent, responsive and respectful treatment is hard to come by.

Some broad categories that are recognised as contributing to critical service skills include:

• Temperament/disposition
• Attentive listening
• Communicating clearly
• Resolving conflict
• Engaging in joint problem solving
• Carefully negotiating
• Building warmth and empathy

Each area is self-contained, yet forms part of an overall picture of service skills that can be aspired to. Respondents answer 12 questions per topic, based on a five point scale from ‘Almost Always’ to ‘Almost Never’. Once scores are averaged in each section, they can be plotted on a ‘spider’ diagram to gain a total Service Skills score.

General interpretive data is given for each category, and a table of ‘tips’ for low scorers in each style. There are notes pages to record thoughts and ideas resulting from the profile in addition to a personal action plan.

This instrument measures an individual's competency and is scored on a Likert scale.